Patient Access Representative

About the role

The Patient Access Representative serves as the first point of contact for patients and visitors, creating a welcoming and compassionate experience from the moment they arrive. This role is essential in ensuring accurate registration, smooth access to services, and clear communication. The ideal candidate combines strong attention to detail with empathy, professionalism, and a commitment to excellent patient care.

Responsibilities

• Greets patients, families, and visitors with warmth, professionalism, and respect, fostering a positive first impression.
• Accurately registers patients, verifies demographics, and ensures all required information is collected and entered into the system.
• Confirms insurance eligibility, obtains necessary authorizations, and explains financial responsibilities in a clear and compassionate manner.
• Collects co-pays, deductibles, and other payments while maintaining sensitivity to patient circumstances.
• Maintains strict confidentiality in accordance with HIPAA and organizational policies.
• Coordinates effectively with clinical staff to ensure timely patient flow and service delivery.
• Provides clear directions and answers questions to help patients navigate the facility with ease.
• Handles challenging situations with patience, empathy, and problem-solving skills.
• Ensures all documentation is complete, accurate, and compliant with regulatory standards.
• Accurately scans paperwork, insurance information, and photo identification.
• Adheres to the Patient Access Dress Code.
• Completes other duties as assigned.

Requirements

• High school diploma required.
• Familiarity with medical terminology, insurance processes, and electronic health records is a plus.
• Required proficiency in general clerical office duties, i.e., computer keyboarding, average typing skills, and switchboard console.
• Excellent customer service skills required.
• Previous experience as receptionist, secretary, or switchboard is preferred.
• Must maintain an average accuracy of 98.7% or above.

Skills

• Supports and promotes an environment conducive with the Mission, Vision, and Values of the hospital.
• Is knowledgeable of general hospital and department-specific policies and procedures.
• Demonstrates excellent customer service skills with a focus on empathy and patient-centered care.
• Strong communication and interpersonal skills, with the ability to build trust and rapport.
• Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced environment.
• Maintains professionalism and a positive attitude in all interactions.
• Commitment to teamwork, collaboration, and continuous improvement.

Certificates and Licenses

None required; relevant certifications in healthcare access or customer service are a plus.

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising patient care.

Pay

$17.50 - $21.88 per hour

Benefits

Please visit our website for a list of benefits offered: https://www.hillsborohealth.org/careers